Escalations Engineer, Cloud Video Security

Motorola Solutions; United States; On-site; USD 110,000 - 160,000; Full time

Job summary

Motorola Solutions is seeking an Escalations Engineer for the Alta Video team to bridge our customer-facing support and R&D. You will own complex issues, reproduce problems in the lab, and coordinate with global teams to drive fixes and knowledge base content.

You will gain deep exposure to cloud video security products and third-party integrations, work under SLA deadlines, and may require occasional on-site visits to customer locations.

Qualifications

• Demonstrate outstanding technical ability and strong academic results from a recognized university in Science, CS, Networking or Cybersecurity.
• Experience with Linux, APIs, Python or other coding languages is a bonus.
• Experience with video surveillance solutions and customer-facing roles is preferred.

Responsibilities

• Become an expert on all products and related industry devices and how they work together.
• Take ownership of escalated support issues and drive them to resolution within SLA.
• Minimize development and test times by gathering environments and symptoms from customers.
• Reproduce customer issues in the lab and troubleshoot complex functional and integration problems.
• Coordinate with engineering, product, and sales to investigate and resolve issues.
• Assist documentation teams with product content and knowledge base articles.

Skills

Networking fundamentals

Troubleshooting

Linux

Python

Communication skills

Collaborative work

Education

Bachelors degree in Science/CS/Networking/Cybersecurity

Tools

ONVIF protocols

Networking tools

Packet analysis

Job description

Motorola Solutions is seeking an Escalations Engineer for the Alta Video team to bridge our customer-facing support and R&D. You will own complex issues, reproduce problems in the lab, and coordinate with global teams to drive fixes and knowledge base content.

You will gain deep exposure to cloud video security products and third-party integrations, work under SLA deadlines, and may require occasional on-site visits to customer locations.